WITNO09020105
WITNO09020105
Cleveley MPSO
FAD : 153405
HSH Call Analysis
Analysis by Nature of Call Resolution (JRH)
Analysis based on eventual resolution of call carried out by Jan Holmes
Resolution Explanation No.
A&G Call where Advice and Guidance was provided by HSH and PM was happy I 21
to close call on basis of outcome of advice.
NBSC HSH call referred to PO NBSC for resolution 9 8%
Printer Calls that were to do with printer problems, whether Back Office (BO) or I 4 3%
Counter
Audit Calls related to Audit activity 2 2%
sw Calls that are, or could be attributed to software problems 7 6%
Rollout Calls relating to the original rollout of Horizon to the Outlet 16 14%
Comms Calls relating to non-polling or other Communications related issues. 3 3%
Includes call made by Energis and BT to arrange site visits.
Other Calls not fitting into any of the above resolution classifications 4 3%
Crash/Blue I Calls made in the period 10/02/00 to 14/04/00 when the Outlet was 27 24%
experiencing significant problems with Gateway and Counter PCs crashing
or Blue Screening,
Reboot Calls that required a Reboot to resolve but not part of the Crash/Blue set 12 12%
Call Mgt Calls made checking up on the status of other calls, usually related to 9 8%
Crash/Blue calls
Cleveley MPSO.
FAD : 153405
HSH Call Analysis
Analysis by HSH Call Type
Call Type as assigned by HSH Clerk at time of closing call.
Call Type Legend ge
A Advice and Guidance I 20 18%
x Other 15 13%
s Software 39 34%
T Training 3 3%
H Hardware 6 5%
° Operational 1 1%
Y Rollout Helpdesk 7 14%
Zz Security 2 2%
N Network 5 4%
K Cash Account 5 4%
c Not Known 0 0
1 Implementation 0 0
F Reference Data 1 1%
M Customer Complaint 1 1%
WITNO09020105
WITNO9020105
WITNO09020105,
WITNO9020105
Cleveley MPSO
FAD : 153405
HSH Call Analysis
Analysis of Call Escalation and Site Visits
The column ‘Esc’ has been used to identify the level to which the call was escalated before it was finally resolved.
The analysis ignores all Rollout (Type Y) calls.
The analysis starts E-0002100138 dated 10/02/00 and ends E-0012141784 dated 14/12/00
108 calls in analysis :
63 (58.3%) calls resolved by 1% Line Support
25 (23.1%) calls resolved by 2"™ Line Support
8 (7.4%) calls resolved by 3” Line Support
12 calls resulted in visits, either by Fujitsu engineers to effect a PC or printer swap or by engineers from BT, Energis, Nortel or a combination of the three.
WITNO09020105
WITNO9020105
Cleveley MPSO
FAD : 153405
HSH Call Analysis
Number Raised Call Problem Visit? Synopsis/Comment
Type
Type
Data retrieval stopped at 31/12/00
0012141784 I 14/12/00 I A 1 I CallMgt I N PM (JW) : Wanting progress on call 0011291662
0012041864 I 04/12/00 I z 2 I Auditor N NBSC : OSP required. OSP provided.
0012041407 I 04/12/00 I z 2 I Auditor N Aud : OSP required. Refused as no NBSC authority No.
0012010972 I 01/12/00 I x 1 I NBSC N PM (RH) : Needs to contact RNM. Call passed to NBSC
0011300602 I 30/11/00 I A 1 I CaliMgt I N PM (JW) : Forgotten reference number for last night's call.
0011294389 I 29/11/00 I A + I CallMgt I N PM (JW) : Wanted to discuss call 0011291662.
0011292618 I 29/11/00 I T 1 I A&G N PM (JW) : Query on Foreign Currency display. Advice given and problem resolved.
0011292030 I 29/11/00 I S 1 I Reboot N PM (JW) : Barcode reader not scanning. Reboot.
0011291662 I 29/11/00 I S 2 I sw N PM (JW) : Stock seems to be mixed up following upgrade (to C4). Attempted to assist. Call closed 05/03/01 with no action.
0011260098 I 26/11/00 I S 2 — I Reboot N SMC : NT event notified. KELRColeman1253J refers. Reboot
0011225158 I 22/11/00 I A 1 I A&G N PM (JW) : Wanting to modify 2 shared SUs into two individuals SUs. Advice given and problem resolved.
0011224382 I 22/11/00 I S 1 I A&G N PM (RH) : Screen message not understood. Advice given and problem resolved.
0011212404 I 21/11/00 I S 3 I Sw N Call made by HSH to resolve complaint. PM reporting discrepancies in Foreign Currency. Escalated to 3” line but
insufficient evidence from PM to resolve. Call eventually closed 27/02/01 with no action.
0011203306 I 20/11/00 I S 1 I Reboot N PM (RH) : Desktop error message. Reboot.
0011202437 I 20/11/00 I T 1 I A&G N PM (JW) : Problems transferring foreign currency between SUs. Advice given and problem resolved.
0011180741 I 18/11/00 I S 1 I Reboot N PM (JW) : Screen message not understood. Re-boot C2.
0011140728 I 14/11/00 I A 1 I A&G N PM (JW) : Wanting to find transaction outside retained data limits. Advised not possible.
0011084054 I 08/11/00 I A 1 I A&G N PM (JW): Gateway freezing. Advised all freeze but if gets bad call and will be investigated.
0011081708 I 08/11/00 I Ss 1 I sw N eM (aM): Ret 0011021303, Same problem with shared SU and duplicate entries. PM advised to do work from Gateway
and not C5.
0011021413 I 02/11/00 I S 1 I Reboot N PM (AJ) : Blue screen with message. Reboot.
0011021303 I 02/11/00 I M 1 I CallMgt I N RNM (ET) : Unhappy that nobody has called back wrt 0011012223. Wants confirmation that actions taken will allow her to
WITNO09020105
WITNO9020105
Cleveley MPSO
FAD : 153405
HSH Call Analysis
Number Raised Call Problem Synopsis/Comment
Type
Type
re-open PO. Call closed as resolved.
0011020503 I o1/11/00 Ix I 1 I CallMgt IN PM (RH) : Repeat call to call 0011012223
0011020063 I o21100 Ix I1 I CallMgt IN RNM (ET) : Follow up to call 0011012223,
0011015059 I 01/1100 IA I 1 I CallMgt I N PM (AJ) : Call cancelled.
0011014334 I o1/t100 Ix I 1 I CallMgt I N PM (AJ) : Duplicate call of 0011012223
0011012223 I ov1100 Is I3 I sw N PM (JW): Stock figures appearing twice in shared SUs. RNM (Elaine Tagg involved — complaint made) KELKiang351M
refers — being investigated by 4” Line.
0010311359 I 31/10/00 I K I 1 I A&G N PM (JW) : Discrepancy in Trial balance. -ve figures displayed. Advice given and problem resolved.
0010253234 I 2510700 Is I2 I sw N PM (RH) : Reporting SU discrepancies (-£40k). PM eventually resolved problem by reversing.
0010161350 I 16/1000 I H I 2 _I Printer 082213 I PM(RH): Trouble with Counter 5 printer Giro reports. Printer replaced.
0010091369 09/10/00 I S 1 A&G N PM (RH) : Trouble printing Giro prints. Advice given and problem resolved.
0010043634 I 04/10/00 I x 1 I NBSC N PM (JW) : Want to reverse AP. Call passed to NBSC
0009204970 20/09/00 I K 1 A&G N PM (RH) : ‘No entry’ sign on Office balance. Advice given and problem resolved.
0009052546 I 05/09/00 I S 1 I Reboot I N PM (JW) : Screen stuck doing balance preview. Reboot.
0008312027 I 310800 IA I 1 I CallMgt IN PM (JW) : Wanting to know when SMC will call her back.
0008303371 I 30/08/00 I T 3 I A&G N PM (JW) : Withdrawal information against wrong clerk. SSC invoked. PM disputed that transaction had been done but was
guided through process. Advice given and problem resolved.
0008302691 I 30/08/00 IK I1 I A&G N PM (RH) : Cannot produce Giro Withdrawal Report. Advice given and problem resolved
0008300740 I 30/08/00 IS I 2 I Reboot IN SMC : Cleardesk not run — active user detected. KEL MWright5052P refers. Reboot.
0008233629 I 23/0800 IA I1 I A&G N PM (JW) : PM re-booted and got blue screen. Advised stays like that for 10 mins.
0008233684 I 23/0800 IS I1 I Reboot IN PM (RH) : Counter freezing on printing report. Reboot.
0008181263 I 18/0800 IA I1 I Asc N PM (RH) : Can I transfer cash to a different SU. Advice given and problem solved.
0008172268 I 17/08/00 I F 1 I NBSC N PM (AJ) : Wants to perform ‘buy back’, Call passed to NBSC
008021149 I 02/08/00 PM (JW) : Error notice with Giro payment. Call passed to NBSC
WITNO09020105
WITNO9020105
Cleveley MPSO
FAD : 153405
HSH Call Analysis
Number Raised Problem Synopsis/Comment
Type
0007210350 I 21/0700 IN I2 I Comms I N SMC (BZ) : Outlet not polling. Line fault cleared by BT.
0007201732 I 20/07/00 I x 1 I NBSC N PM (JW) : Had called NBSC who said should call HSH. HSH spoke to NBSC who then took call back.
0007201267 I 20/07/00 I K 1 I NBSC N PM (JW) : PM has discrepancy in SU. Relates to call 0007181540. Call passed to NBSC
0007193490 I 19/07/00 I H I 2_I Printer 064008 —_I PM (RH) : Counter printer problem. Printer swapped-out.
0007181540 I 18/07/00 IK I1 I A&G N PM (JW) : PM had discrepancy in SU. Advice given with offer for PM to call back when completing Rollover on 19".
0007080002 I 08/07/00 IS I 2 I Reboot I N ‘SMC (NB) : Critical event for C3. KELRColeman1253J refers. Reboot.
0007053554 I 05/07/00 IA I1 I A&G N PM (RH) : PM wants to reboot as system slow. PM advised that network traffic heavy and leave alone.
0006260642 I 26/0600 I A I1 I NBSC N PM (JW): Cash shortage displayed in Susp a/c. Call passed to NBSC.
ooos2i1199 I 21/0600 IA I 1 I A&G N PM (JW) : Requesting print of all calls made since 07/02/00. Print of calls despatched.
0006011093 I 01/06/00 I A I 1 I A&G N PM (RH) : Stuff on screen that PM does not understand when producing ONCH declaration. Known problem.
0005090677 I 09/05/00 I S I 2 I Reboot I N PM (RH) : Gateway blue screen. When office opened Gateway was at screen for ‘Insert PMMC card’.
0004141583 I 14/04/00 IS I 2 I Crash/Blue I 051286 —_I SSC: Repeated blue screen on Gateway Requested swap out before Energis arrive. Gateway swapped out.
0004130533 I 13/04/00 I S I 1 I Crash/Blue I N PM (JW) : Problem logging on to Node 5. Advice given and problem resolved
0004122249 I 12/04/00 IN I 2 I Comms I Y Energis : Arranging to put ISDN out of service for comprehensive testing. Testing completed 18/04/00 and appears OK.
0004110915 I 11/04/00 I N I 3 I Crash/Blue I N PM (AJ) : Requesting engineer to check cables and connections to Counters. Call closed?
0004110310 I 11/04/00 IS I 3 I Crash/Blue I Y PM (JW) : Gateway crash and slow running Counters. Further interaction with BT, Energis and Nortel. SSC raised to A
priority with Energis. Considered duplicate of 0004122249 and 0004101494.
0004101494 I 10/04/00 IN I 3 I Comms I Y SSC : Requesting CFM3 check ISDN line quality with Energis. Problem was identified between Outlet and exchange.
0004100575 I 10/04/00 IN I 2 I Crast/Blue I N PM (AJ): Repeat of call 0004080446
0004080446 I 08/04/00 I A I 1 I Crash/Blue I N PM (JW): Problem with new C5 position. Reboot
0004061124 I o6o4i00 Ix I 2 I Crash/Blue I 051286 —_I SSC : Requesting gateway swap as part of Outlet change 0004052195
0004060966 I 06/04/00 I S 1 I CrastvBlue I N PM (AJ) : Screen freeze. Reboot
0004060258 I 06/04/00 I H I 2 I Printer 064008 I PM (RH) : Back Office printer not working. Swap out printer.
0004052195 I 5/0400 Ix I 2 I OBC Y PM (AJ) : Outlet being extended from 4 to 5 Counters
Cleveley MPSO
FAD : 153405
HSH Call Analysis
Number
Problem
Type
Visit?
WITNO09020105
WITNO9020105
Synopsis/Comment
ooososie93 I oso Is I2 I sw N PM (JW): Transactions ‘jumping’ from Counter to Counter. Call closed (Bad call)
0003311246 I 31/03/00 IS I 2 I CrastvBlue I N RNM (ET) : Call being dealt with under 0003280186.
0003310117 I 31/03/00 I S 1 I CrastwBlue I N PM (RH) : Gateway blue screen. Reboot
0003281454 28/03/00 I S 2 Printer N PM (RH) : Counter printer not working. Bae unit swap deemed to fix this problem.
0003280779 I 28/03/00 I S 1 I CrastwBlue I N PM (JW): Gateway crash. Already call openonthismatter.
0003280186 28/03/00 I S 3 Crash/Blue I 064008 PM (RH) : System crashed. Unit to be swapped out. Swap unit DOA. Investigation suggests comms problem. (Bad call)
0003210083 21/03/00 I S 2 Crash/Blue I N PM (RH) : Gateaway blue screem. Reboot but PM concerned at recurring problem.
0003200387 I 20/03/00 I S 1 I CrastwBlue I N PM (RH) : Gateway crash. KELSParker346J refers. Reboot
0003130143 I 13/03/00 IS I 1 I CrastvBlue I N PM (RH) : Gateway crash. Reboot.
0003100862 I 10/03/00 I H I 3 I CrastvBlue I N RNM (ET) : Gateway crashing 3 to 4 times a week. Linked to later call 0003280186 for box swap-out.
0003090170 I 09/0300 IS I 1 I CrastvBlue I N PM (RH) : Gateway screen frozen. Reboot
0003082022 I 08/0300 Is I2 I SW N PM (RH) : System busy icon appearing on screen. Ntlog.cache file deleted.
ooo3080691 I ogs01 Ix I 1 I Nesc N PM (JW) : Trying to do something with no icon present. Call passed to NBSC.
0003080446 08/03/00 I X 1 NBSC N PM (AJ) : Procedural issue with Passport. Call passed to NBSC.
0003070610 07/03/00 I S 1 Crash/Blue I N PM (JW) : Screen frozen. Problem appeared to rectify itself.
0003040085 04/03/00 I A 1 A&G N PM (AJ) : PM cannot see anything on screen. Kit not switched on. Advice given and problem resolved.
0003030407 I 03/0300 I A I 1 I CrastvBlue I N PM (RH) : Screen frozen. Reboot.
0003030294 I 03/0300 IH I 2 I CrastBlue I 064008 —_I TSA (SH): Linked to other call. Gateway swap advised in earlier call
0003010031 I 01/0300 IH I 2 I CrastBlue I 051286 —_I PM(RH): Gateway blue screen. Gateway swap.
0002290031 I 29/02/00 I S 1 I CrastwBlue I N PM (RH) : Gateway crash with message. Reboot
0002241008 I 24/0200 I A I 1 I CrastvBlue I N PM (RH) : PM had problem? Reboot.
0002240009 I 24/0200 IS I 3 I CrashBlue I Y RNM (ET) : Seeking investigation for repeated re-boots required to keep system running. Engineer on-site box-swapping
so call closed.
0002220353 I 22/0200 Ix I1 I Other N PM (M2) : Reporting she has entered incorrect amount into Quantum mic
WITNO09020105
WITNO9020105
Cleveley MPSO
FAD : 153405
HSH Call Analysis
Number Raised Call Problem Visit? Synopsis/Comment
Type Type
0002190086 I 19/02/00 I A 1 I A&G N PM (RH) : Clerk locked out of system. Advice given and problem resolved.
0002100523 I 10/02/00 I S 2 I Crash/Blue I N PM (RH) : Gateway crashing and blue screen. Reboot but PM unhappy with repeated crashes and re-booting.
0002100514 I 10/02/00 I x 1 I Crash/Blue I N PM (RH) : Gateway crashing. Call cut-off.
0002100508 I 10/02/00 I S 1 I Crash/Blue I N PM (RH) : System crashing. Call cut-off due to bad line.
0002100289 I 10/02/00 I S 1 I Reboot N HFSO : Barcode scanner and card swipe not working. Reboot.
0002100219 I 10/02/00 I S 1 I Reboot N PM (JW) : Follow-up call to 002100198. Reboot.
0002100198 I 10/02/00 I x 1 I Other N PM (JW) : Gateway blue screen with message. Line cut-off during call?
0002100143 I 10/02/00 I A 1 I A&G N HFSO : Clerk locked out. Advice given and problem resolved.
0002100138 I 10/02/00 I O 1 I A&G N HFSO : Icon design missing. OK as design work to be delivered.
0002100075 I 10/02/00 I Y Rollout POCL : Migration completed successfully
0002091220 I 09/02/00 I Y Rollout HFSO : Cannot find Postal Order section. Advice given and problem resolved.
0002090708 I 09/02/00 I Y Rollout Exel : Hardware acceptance achieved
0002090461 I 09/02/00 I Y Rollout Exel : C3 stuck at 20% during install. Declared DOA and swapped out
0002090182 I 09/02/00 I Y Rollout Exel : Gateway stuck at 3% during install.
0002090089 I 09/02/00 I Y Rollout Exel : ISDN problem.
0001310867 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001310858 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001310826 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001310722 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001310595 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001310477 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001310382 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001310301 I 31/01/00 I Y Rollout Unspecified Rollout Problem
WITNO09020105
WITNO9020105
Cleveley MPSO.
FAD : 153405
HSH Call Analysis
Number Raised Call Esc Problem Visit? Synopsis/Comment
Type
0001310195 I 31/01/00 I Y Rollout Unspecified Rollout Problem
0001200323 I 20/01/00 I x Other Unspecified ‘Other’ Problem
0001100451 I 10/01/00 I Y Rollout Unspecified Rollout Problem